Editorial: Analysing Emotional Labor in the Service Industries: Consumer and Business Perspectives

Service, emotional labor, and mindfulness

Analysing Emotional Video Using Consumer EEG Hardware

Low-cost, easy to use EEG hardware produced for the consumermarket provide interesting possibilities for human-computer interaction in a wide variety of applications. Recent years have produced numerous papers discussing the use of these types of devices in various ways, but only some of this work looks into what these devices can actually measure. In this paper, data is used that has been coll...

Consumer and co-producer roles in e-service: analysing efficiency and effectiveness of e-service designs

E-service involves the delivery of service through information technology based service delivery channels such as the Internet. Many e-services are distinguished by the active and significant participation of customers in real-time service design and delivery, a phenomenon referred to as service co-production. Because e-service often involves higher levels of service co-production than in tradi...

SPECIAL EDITORIAL HEALTH INSURANCE REFORM Labor versus health perspectives

What is the rationale behind this proposal? The proposal states the distortion effect of social security contributions on the labor market, as a major concern to be addressed by the reform. The employer’s contribution share is regarded as a payroll tax, and the assumption is that, removing this share would allow employers to create more jobs, resolving thus the problem of unemployment. To view ...

Enhancing Customer Service Operations in E-Business: The Emotional Dimension

In today’s increasingly competitive markets, greater emphasis is being placed on customer service as a means of achieving competitive advantage. Many organizations believe that ebusiness can provide opportunities to improve customer service operations by enabling them to get closer to the customer and enhance the organization-to-customer contact experience. However, use of the Internet fundamen...